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"Omni-Channel" has grown from an abstract buzzword to a serious development – omni-channel commerce has come to stay! For many commerce organizations, this means they now have to deal in detail with the processes and meaning that this topic brings.
With the arrival of the term omni-channel in the minds of many strategic, but also operational, roles in a commerce organization, there is a growing awareness of the focus on the customer. Especially in the omni-channel context, it is important to understand how your customers behave between, and within, the various channels, to offer them an intensive and individual shopping experience across the channels. However, companies often do not have the option to visualize this Omni-Channel Customer Journey in any way – the information required for this is contained in separate data silos and is not freely accessible per se.
But the ability to acquire this image becomes a turning point when it comes to being able to fully unlock your existing customers' purchasing potential. So far, however, there has been no solution that models the customer's journey across all touchpoints and thus across all channels. For commerce organizations, it is still difficult, in this age of omni-channel, to take advantage of the dynamics between the individual channels.